client care

As you can probably tell – we don’t approach things in a traditional behemoth way, and that includes our attitude to caring for our clients. We know from personal experience that customer contact can be a mission-critical part of your business and downtime, for even just a minute, has a huge impact on your customer satisfaction and revenue generation.

We find resolution of any problem tends to be quicker in our hosted model; we are solely responsible for all aspects of your contact centre so the time others spend on finger-pointing, we spend on solving the problem.

IPscape’s caring traits include:

• Clearly and simply documented support terms, SLA’s and procedures.
• A 24 x 7 support model
• Clear definition of roles and responsibilities between you and us.
• An on line helpdesk that ensures a clear audit trail making measurement of SLA’s, issues and procedures easy and timely.
• The smart use of SMS escalation depending on the criticality of the fault – within seconds our support
term is aware of a critical issue.
• Executive measurement of customer satisfaction to ensure we are delivering value in our support model.